ServiceNow integration overview

Organizations that use ServiceNow® IT Service Management (ITSM) to manage their devices can set up an integration with Absolute using the Absolute Connector.

This integration gives ServiceNow users real-time access to Absolute asset data for computers with out-of-date or inaccurate data in the CMDB. Users can also perform select Absolute security actions, such as Freeze and Run Script, directly from their ServiceNow instance.

If you are currently using the Absolute ITSM Connector to integrate Absolute with your ServiceNow instance, we recommend that you upgrade to the Absolute Connector. For more information about the legacy Connector, see the Absolute ITSM Connector Configuration Guide.

For Windows, Mac and Chrome devices, the Connector enables the automatic retrieval of device data from the Absolute database, including:

  • Asset data, such as hardware, operating system, and network adapter information
  • Details about antivirus protection and encryption status
  • Last reported device location, including geographic coordinates

You can view this synced data in the following areas in your ServiceNow instance:

To see the complete list of fields retrieved from Absolute, see the Absolute Connector Install Guide, which you can download from the ServiceNow Store.

By default, a scheduled import job syncs data on a daily basis, but you can change the frequency of the data syncs during the Absolute Connector setup process. For more information, see the Absolute Connector Install Guide.

If you want to change the data sync frequency after setup is complete, you can update the Absolute Device Scheduled Import configuration in Absolute Connector > Admin > Scheduled Jobs.

The Connector also enables you to initiate the following Absolute device actions directly from your ServiceNow instance:

  • Freeze: remotely disable a device by showing a custom full-screen message that device users can't close or bypass
  • Remove Freeze: remotely remove a Freeze
  • End User Messaging: remotely send on-screen messages to your devices to share or gather information
  • Run Script: remotely run device admin tasks using 130+ pre-built scripts from the Absolute Reach Library
  • Delete Files: remotely delete individual files and folders from your devices to protect your organization's confidential and sensitive data
  • Wipe: remotely remove all sensitive data from your devices before you reuse, resell, or dispose of them
  • Unenroll: remotely remove a device from Absolute and remove its Secure Endpoint Agent

Depending on the Absolute product licenses associated with your account, some actions may not be available. For example, the Run Script action is only available with Absolute Resilience.

Absolute Connector is compatible with the last three versions of ServiceNow ITSM.

To view the list of supported versions, log in to the ServiceNow Store, search for "Absolute Connector", and see the section, Compatibility.

Devices must be running a supported operating system.

To use Absolute Connector in your ServiceNow instance, the following prerequisites must be met:

  • Your organization has an existing account with Absolute and your Absolute product licenses are active.
  • For Windows and Mac devices, the Secure Endpoint Agent is installed and activated on the devices that you want to sync in ServiceNow.
  • For Chromebook devices, the current version of the Absolute for Chromebooks extension is running on the devices that you want to sync in ServiceNow, and your Google account is configured in the Secure Endpoint Console.

To set up the integration:

Step 1: Log in to the ServiceNow Store, search for "Absolute Connector", and click Get to download the app.

Step 2: Install the Connector in your ServiceNow instance and configure it. Detailed instructions are provided in the Absolute Connector Install Guide, which you can download from the store.

Note that as part of the Connector setup process, you'll need to generate an API token in the Secure Endpoint Console.